The U.S.-based insurance provider faced several challenges, including the limited capabilities of Jira, which was used for incident management but lacked support for comprehensive ITIL processes. The absence of automated asset discovery and a centralized CMDB made it difficult to manage IT assets effectively. Additionally, the company was facing high costs from its existing monitoring tools, which needed optimization. Lastly, the lack of a centralized event management system resulted in fragmented visibility and delayed response times, hindering overall operational efficiency.
Overview
Tech Mahindra worked closely with a U.S.-based insurance provider to improve their IT operations, streamline ITIL processes, and reduce the costs of monitoring tools. This was all part of a broader digital transformation initiative to enhance their service delivery and operational efficiency.
Client Background & Challenges
Our Approach and Solution
Tech Mahindra delivered a comprehensive solution to address the client’s IT needs. We deployed SaaS-based ITSM for ITIL support, migrated from Jira to BMC Helix ITSM, and transitioned to BMC Helix Operations Management for monitoring and event management. We integrated network monitoring with BHOM, automated asset discovery with BMC Helix Discovery, and customized reports and dashboards for real-time insights. This approach streamlined operations, reduced costs, and enhanced efficiency.
Business and Community Impact
- 30% savings in infrastructure tool costs by consolidating and optimizing IT solutions.
- 75% improvement in user experience, making interactions smoother and more efficient.
- Streamlined ITIL processes that increased service desk efficiency and improved response times.
- Enhanced SLA performance, ensuring quicker resolution of issues and reducing downtime.
With a focus on automation and integration, we delivered a solution that not only reduced costs but also enhanced operational efficiency and user satisfaction, driving the client’s digital transformation